IT Support

A comprehensive overview of IT support for charities and non-profit organisations

In this comprehensive overview, we look closely at IT support for charities and non-profit organisations, exploring the unique challenges, advantages, and how to choose the ideal service provider. From tackling technological hurdles to harnessing the benefits of specialised support, we provide insights on optimising IT resources to empower your organisation.
A photo of Ian Welch, who is a partner & technical director for Network

Written by

Ian Welch

Ian is the Technical Director @ Network and a certified ethical hacker (CEH), security professional (CISSP) and ISO27001 lead implementer with over 25 years experience.

Updated on

February 9, 2024

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Before we dive in

Are you looking for IT support for your business today? If so, check out our IT support service to see if we're a good fit for your requirements. Otherwise, we hope you enjoy our guide below!

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Key Takeaways

  1. Specialised IT support for charities offers essential protection against cyber threats and aligns technology with unique organisational needs.
  2. Economic challenges and the need for cost-effective IT solutions are critical considerations for charities in the current climate.
  3. Selecting the right IT support service is crucial, requiring a balance of sector-specific expertise, cost-effectiveness, and tailored solutions.

What is the role of IT Support for charities and non-profit organisations?

The role of IT support for charities and non-profit organisations has become more pivotal than ever. These organisations are turning to specialised support services to navigate the unique challenges they face.

For example, 68.2% of non-profits don't have documented policies and procedures in case of a cyber attack, and 56% of high-income charities have recorded a cyber breach in 2023.

Outsourced IT support providers offer a level of service that parallels in-house teams but without the significant operational costs and complexities of HR management.

This strategic approach enables charitable organisations to concentrate on their primary objectives, ensuring that their IT infrastructure is managed efficiently and effectively.

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Do these technology challenges sound familiar to your business?

You're working with IT support that moves at a snail's pace, leaving you and your team hanging.

You’re worried your business is not fully prepared for the next major cyber attack.

You're frustrated that the business technology you've invested in isn't performing as well as it could be.

The importance of IT support for charities and non-profit organisations

As someone who has been working in the IT industry for over 20 years, I've seen how outsourcing IT support is becoming increasingly crucial for non-profit organisations. This move isn't just about resolving technical issues, proactive IT support is about trying to identify and avoid as many issues as possible before they cause disruption.

IT support services offer a dual benefit: they bring high-level expertise and minimise overheads, giving non-profits a competitive edge in a digital landscape.

Effective IT support is essential not only for the smooth running of day-to-day operations but also for fortifying these organisations against evolving cyber threats and ensuring effective data security.

For small charities or growing non-profits, choosing the right technical solutions and support partner can be transformative. It's not just about IT systems; it's about aligning with a service provider that understands and supports the mission of the organisation.

From proactive monitoring to offering independent advice, the right IT company acts as a support team committed to the cause, ensuring that service users receive uninterrupted, secure, and efficient services.

In essence, an IT support partner for charities and non-profits is more than just a service provider; they are a vital component in achieving the organisation's goals in an increasingly complex digital environment.

What challenges do UK charities and non-profits face?

Cyber security threats

UK charities are increasingly facing diverse cyber threats. One in eight UK charities have experienced cyber-crime in the past year, with phishing and ransomware attacks constituting around 95% of cyber risks for charities. These attacks not only disrupt operations but also jeopardise sensitive data security.

Economic and fundraising challenges

The uncertain economic landscape, amplified by the cost-of-living crisis, poses significant challenges for UK charities. The IMF has forecasted a potential shrinkage in the UK economy over the next 12 months, which could impact donor contributions and overall financial stability.

Navigating these economic headwinds, charities face the dual challenge of maintaining their funding levels while managing increased service demand from communities affected by the economic downturn. This scenario underscores the importance of making the most of their technology budgets to ensure they continue to operate effectively and provide the best value in their services.

Technological advancements and adaptation

Embracing advanced technologies like automation and AI is vital for charities, offering cost-effective solutions for administrative tasks. However, integrating these technologies requires significant effort and expertise, often stretching the limited resources of many charities.

Internal organisational challenges

Charities are facing challenges in recruitment and retaining skilled staff, especially in IT roles, which are critical for operating effectively in a digital environment. With limited resources, making informed decisions on resource allocation is crucial to ensure money is spent wisely on support services that keep the organisation running smoothly.

Pressure to provide comprehensive services

There is increasing pressure on charities to provide a wide range of services, including both in-person interactions and digital services. Partnering with the right IT support provider, one with extensive experience in the charity sector, can offer tailored solutions like cloud solutions and cyber essentials that align with the unique needs of the charity or non-profit organisation.

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What are the benefits of specialised IT support for non-profit organisations?

Providers who supply IT services for charities can provide a range of benefits, from enhanced cyber security to cost-effective and customised technology solutions. These benefits allow charities to focus on their primary goals, secure in the knowledge that their IT needs are in capable hands. Here are a few benefits worth noting:

  1. Advanced cyber security services: IT providers who focus on advanced cyber security are able to help charities to defend their businesses from cyber threats in more effective ways. Advanced cyber security services are crucial for safeguarding sensitive information and maintaining trust.
  2. Cost-effective solutions: Outsourcing IT support is often more cost-effective than maintaining an in-house team. Charities benefit from high-level expertise without the significant expenses associated with employing full-time IT staff.
  3. Managed IT infrastructure: A specialised support company can design and maintain an IT infrastructure that's specifically tailored to a charity's needs. This approach ensures that technology aligns perfectly with the organisation’s mission and operational requirements.
  4. Personalised service from a dedicated IT partner: Selecting the right IT partner means charities receive a more personal service. A dedicated support team understands the unique challenges and needs of the charity sector, offering solutions that other organisations might not provide.
  5. Proactive monitoring and maintenance: Specialised charity IT support often includes proactive monitoring of systems. This approach helps in early detection and resolution of issues before they escalate, ensuring the operations run smoothly.
  6. Access to latest technology and expertise: IT support companies typically incorporate powerful and up-to-date technology solutions. Charities benefit from this expertise, which might be out of reach due to budget constraints or lack of in-house knowledge.
  7. Fully managed services for ease of operations: Many IT support providers offer fully managed IT services, meaning charities can focus on their core activities without worrying about the complexities of managing multiple vendors and platforms.
  8. Customised support for specific needs: Unlike generic IT solutions, specialised support for charities is often customised to meet the specific needs of the organisation, whether it’s handling donations, managing volunteer databases, or other unique requirements.
  9. Improved efficiency and productivity: With reliable IT support, charities can operate more efficiently. Streamlined processes and reliable tech support mean staff and volunteers spend less time dealing with technical issues and more time on mission-critical tasks.
  10. Compliance and data protection: IT support providers who offer managed compliance services help to keep charities compliant with data protection laws and regulations, a crucial aspect given the often-sensitive nature of the data they handle.

Selecting the right IT support service for your charity

Following the advice below on how to evaluate IT support providers, your charity can choose an IT support service that not only meets your current needs but also supports your organisation’s mission and future growth:

  1. Understanding the needs of the non-profit sector: Choose an IT support provider with a proven track record in the charity sector. They should understand the unique challenges and needs of charities, including funding constraints and operational requirements.
  2. Specialisation in cyber security: Given the sensitive nature of data handled by charities, it's crucial to select a service provider that offers certified cyber security services, protecting against data breaches and cyber threats.
  3. Cost-effectiveness: Look for a provider who provide cost-effective solutions. They should be able to provide high-quality service without imposing financial strain on your charity’s limited budget.
  4. Quality of support: Consider the quality of customer service and support. A provider should offer prompt, efficient, and friendly support, ideally with a dedicated point of contact for your organisation.
  5. Tailored IT solutions: The provider should offer customised IT solutions that align with your charity’s specific needs. This includes flexible and scalable services that can adapt as your charity grows or changes.
  6. Availability and responsiveness: Ensure the IT support company can provide quick response times, especially in emergencies. Reliable availability, including out-of-hours support, is crucial for the uninterrupted operation of your charity.
  7. References and testimonials: Check for references and testimonials from other charities. Positive feedback from similar organisations can be a strong indicator of a provider’s suitability.
  8. Compliance and data protection expertise: The provider should be knowledgeable about compliance issues related to data protection and privacy laws, ensuring that your charity adheres to legal standards.
  9. Proactive monitoring and maintenance: A good IT support service should offer proactive IT support and monitoring to prevent problems before they occur, not just react to issues as they arise.
  10. Training and education for staff: Look for a provider who offers training and educational resources to your staff. This empowers your team to handle minor issues and better understand the IT systems they use daily.
  11. Scalability and flexibility: The IT support service should be scalable and flexible, able to grow and adapt to the changing needs and size of your charity.
  12. Transparency and clear communication: Transparency in pricing, services offered, and communication is key. The provider should clearly outline their services, costs for IT support, and any contractual terms.


Do the challenges faced by your charity resonate with you? How does IT support impact your organisation and its mission?

We're eager to learn about your experiences and needs. If you're seeking a specialised IT support service for your charity, our expertise is here to assist you. Don't hesitate to get in touch if you require guidance or support.